Customer Account Manager - Stratford-upon-Avon, United Kingdom - BRELLIS RECRUITMENT LIMITED

BRELLIS RECRUITMENT LIMITED

Verified Company

Stratford-upon-Avon, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Account Manager

Salary:
£23, hours) or £24, hours)

Stratford Upon Avon - Hybrid role

The Role:

As a Customer Account Manager, you are responsible for the daily management of accounts.

Working with Customers who are primarily in arrears you will help by ensuring their account is resolved by agreeing and negotiating repayments that are affordable andsustainable to the Customer.

The management of these accounts is performed by way of telephony or written communication with the aim to ensure the relevant account is resolved in a timely and efficient manner, with the best possible outcome achieved for allconcerned.

This must be done by understanding the customer's individual situation, showing empathy and respect, and providing fair outcomes and positive experiences all times.

Our work is closely monitored and highly regulated so it is necessary to ensureall processes are followed carefully and correctly, and that company records (including paperwork) are updated fully and accurately.

Monday to Friday working we cover hours of 8am to 5pm but we can be flexible on this.
Standard 7.5hour (OR Optional 8 hour) shift; across hours between 8am and 5pm meaning no weekend working No late shifts
28 days holiday (including Bank holidays).
Additional 1 days' annual leave for each year worked (up to 33 days in total).
Christmas 'shut down' usually from 24th December 2nd January.
Work from home up to 3 days per week once fully trained and working to company set standards.
A 'Love to Shop' voucher on your Birthday every year.
Free onsite parking when office based.
All IT equipment provided and the tools to do the job.
Regular training, coaching and career development planning.
Private pension contributions.
Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and wellbeing services.
Annual salary review.
Annual profitrelated bonus.

Main Responsbilties:

Receive inbound calls from Customer's to discuss and resolve their account.
Make outbound calls to Customers
Collecting payments and/or setting up payment arrangements with a high standard of customer service at all times.
Negotiate payment and/or payment solutions for individual customers in line with customer needs and company processes.
Remaining empathic, calm and acting in a professional, respectful and ethical manner, and have the confidence to deal with a range of different customers and make appropriate recovery decisions based on the current circumstances of each case.
Obtaining relevant information to record should resolution not be possible.
As and when necessary 'signpost' Customers to the relevant debt advisory organisations in line with vulnerability requirements.
Updating account information, on both client and our own systems, ensuring the information is clear, accurate and professionally noted.
Dealing with, and suitably responding to, written communications from Customers.
Liaise with Clients as needed to resolve individual accounts correctly.

Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both orally and written.

Previous experience in debt negotiation/collection, customer service and conflict resolution is desirable however not essential.

Confident in dealing with customers over the telephone - including in difficult situations.

A positive and results orientated approach working in a team environment.

Target driven and capability to plan your own workload.

Good/Competent I.T. skills with accurate keyboard skills.

Experience of telephone work is essential.

Attention to detail - able to spot errors and rectify mistakes immediately.

Tact, diplomacy and empathy whilst achieving appropriate solutions.

Professional and approachable at all times.

INDG